ServiceRocket

Engineer, Customer Support

ServiceRocket

full-time

Posted on:

Location Type: Hybrid

Location: Kuala Lumpur • 🇲🇾 Malaysia

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Job Level

Mid-LevelSenior

Tech Stack

AWSAzureCloudPython

About the role

  • Maintain target metrics related to provisioning, new customer onboarding efficiency, customer satisfaction, revenue impact, process optimization, scalability, team performance, and strategic alignment.
  • Troubleshoot technical issues or questions reported by customers; triage and resolve incidents promptly to minimize customer downtime.
  • Perform root cause analysis for production errors and recommend improvements. Maintain and perform operations related to the ticketing system.
  • Identify and resolve problems to prevent recurring issues and improve software stability.
  • Provide technical support and troubleshooting assistance to customers to resolve issues and ensure software functionality.
  • Handle escalations to higher-level support teams or management when necessary.
  • Generate reports and analyze data to identify trends, improve processes, and enhance customer satisfaction.

Requirements

  • BA/BS degree in in IT/computing/business management related
  • Strong communication and written skills in English
  • Excellent problem-solving and communication skills
  • 3 - 5 years background in Customer Support
  • Excellent communication, interpersonal, and problem-solving abilities
  • Strong analytical skills, vital emotional intelligence, and a data-driven mindset
  • Able to demonstrate good customer handling/customer service skills
  • Ability to understand and follow established Standard Operating Procedures (SOPs)
  • Desire to learn about cutting edge technologies
  • Familiarity and expertise with maintaining ticketing systems, and integrations
  • Customer-facing role, often requiring regular client meetings and screen-shares
  • Startup mentality with a desire to assist beyond defined role responsibilities
  • Familiarity with Python/R, Jupyter Notebooks, ZenDesk, & Notion is preferred
  • Experience with cloud deployments including AWS, Azure, Google Cloud is a strong plus
Benefits
  • Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.
  • Stock options: you have the opportunity to participate in the ownership of the company.
  • Health insurance: we support you and your family–your well-being matters.
  • Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location.
  • Career pathways program: you can grow horizontally, vertically, or any way you want.
  • Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.
  • Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
PythonRJupyter Notebooksticketing systemsAWSAzureGoogle Clouddata analysisroot cause analysisprocess optimization
Soft skills
communication skillsproblem-solving skillsinterpersonal skillsanalytical skillsemotional intelligencecustomer service skillsteam performancestrategic alignmentdesire to learnstartup mentality
Certifications
BA/BS degree in ITBA/BS degree in computingBA/BS degree in business management